Customer Experience Manager

Hello, we’re SURI. We're on a mission to radically transform oral care with beautiful everyday essentials designed for life. Championing high performance and future-focussed design, our award-winning sonic toothbrush transforms an uninspiring chore into an enjoyable daily ritual.

We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey.

Since launching our sonic toothbrush in 2022, we’ve delighted over 500k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award.

Why this role matters

At SURI, we're building more than toothbrushes — we're building a movement for better oral care and a more sustainable future. Our customers are at the heart of that journey, and every interaction is a chance to strengthen trust, spark advocacy, and grow a community that reflects our mission.

We're looking for an experienced Customer Experience Manager to join our team. Reporting to the CX Lead, you'll be her right hand — stepping up to lead the function independently when needed, and acting as the bridge between our customers, our CX team, and the wider business. You'll own meaningful CX projects — automation, reporting, tooling, and cross-functional collaboration — helping us scale intelligently and delight customers at every step. 

What you'll do

Lead the function when it counts  

• Deputise for the CX Lead, running the function with confidence and independence
• Make sound judgement calls, bringing solutions rather than problems
• Keep the team and wider business informed proactively

Insights & reporting

• Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews
• Own and deliver monthly CX reports with clear, actionable recommendations 
• Monitor sentiment and provide early warning signals for product, process, or reputation issues
• Keep pace with industry trends, performing regular competitor benchmarking  to ensure that SURI stays ahead and best of class in terms of CX. 

CX projects & automation

• Lead projects to improve tools and workflows — automation pilots, macros, FAQ refreshes — from brief to delivery
• Own the rollout of new CX tools including testing, documentation, and embedding with the team
• Keep FAQs, help content, and macros clear, accurate, and up to date
• Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers
• Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated

Customer logistics comms

• Own customer-facing comms when stock or logistics impact CX — out of stock updates, backorders, replacements
• Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations

Cross-functional collaboration

• Share customer insight with other departments to drive improvements and engagement
• Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience
• Champion the voice of the customer in cross-functional planning and reviews
• Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment

What's not in scope:

• Direct people management of CX agents.